Service Delivery Manager

الوصف الوظيفي
Service Delivery:

Introduce initiatives, differentiating ITOT capabilities that enhance the department’s overall competitive capabilities and enhance employees’ productivity through automation and digital transformation.
Work with the ITOT senior leadership team on the service portfolio and governance required to prioritize resources, including budget.
Build successful stakeholder relationships with other ITOT and business leaders by developing a clear understanding of business needs, acting as a trusted advisor, and ensuring cost-effective delivery of ITOT services to meet those needs.
Collaborate with the Cybersecurity department to ensure Service Delivery embrace and apply Cybersecurity strategy.
Create and align services value map by linking targeted business outcomes with the future-state business capabilities required to achieve them.
Define, develop, and manage a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines, and related toolsets.
Leverage influencing and negotiation skills across ITOT and the enterprise to enable cost-effective and innovative shared solutions in the achievement of business goals.
Provide direction on what emerging technologies should be incorporated into ITOT products and services to successfully deliver overall ITOT strategy.
Develop the maturity of ITOT to improve efficiency, deliver new innovations and increase collaboration with other business areas (e.g., through Agile and DevOps).
Drive the adoption of (and commitment towards) service improvements.
Monitors outsource function and performance within ITOT to ensure systematic control and compliance of SANS policies and regulations
Customer Engagement and Experience:

Communicate with business partners and other ITOT teams to plan and carry out customer-centric strategies.
Initiate and influence decisions affecting organizational issues and manage or participate in projects with cross organizational boundaries to improve customer experiences.
Develop key customer experience metrics and key performance indicators for executive level reporting, monitoring, analysis, refinement, and ROI of customer engagement initiatives
Guide ITOT Senior Leadership in delivering continuous improvements and efficiencies to enhance the maturity and impact of customer experience and engagement initiatives.
Serve as an internal voice of customer advocate for cross functional understanding of clients’ needs, including communicating concepts, analysis, and opportunities to audiences at all levels.
Lead, refine, and scale customer experience and engagement teams and manage the Voice of the Customer Net Promoter, and Customer Success programs
Provide leadership and the development of scope of work for ITOT solutions to fulfill customer requirements.
Monitors outsource function and performance within ITOT to ensure systematic control and compliance of SANS policies and regulations
Service Development:

Align IT-enabled services and service levels with enterprise needs and expectations, including identification, specification, design, publishing, agreement, and monitoring of IT services, service levels and performance indicators.
Assess current ITOT services and service levels to identify gaps between existing services and the business activities they support to identify areas for improvement of existing services and service level options.
Manage business process activities to identify the need for new or redesigned IT services.
Manage, study, and estimate future demand and confirm capacity of existing IT enabled services.
Build and maintain relationships with other IT leaders to develop a clear understanding of business needs; ensure cost-effective infrastructure and application solutions are in place to meet those needs and is able to respond with agility to changing business priorities.
Review the portfolio of IT services with portfolio management and business relationship management to identify obsolete services to agree on retirement and propose change.
Develop business processes, supporting services, applications and infrastructure, and information repositories based on agreed-on specifications and business, functional and technical requirements.
Ensure that maintenance, support, development standards and licensing are addressed and adhered to in contractual obligations, when third-party providers are involved with the solution development.
Create and maintain a plan for the acquisition of solution components, considering future flexibility for capacity additions, transition costs, risk, and upgrades over the lifetime of the project.
Integrate and configure business and IT solution components and information repositories in line with detailed specifications and quality requirements.
Consider the role of users, business stakeholders and the process owner in the configuration of business processes.
Complete and update business process and operational manuals, where necessary, to account for any customization or special conditions unique to the implementation.
Define service catalogues for relevant internal and external target groups based on business requirements
Monitors outsource function and performance within ITOT to ensure systematic control and compliance of SANS policies and regulations
Center of Excellence:

Act as the product manager of and manage business critical applications and systems and be responsible for the lifecycle of those systems
Drive technology vision, direction, and architecture for the product category.
Establish and drive successful completion of product release plans.
Maximize the development team’s ability to deliver quickly and respond to emerging requirements.
Foster effective communication with team members for product release plans, status updates and issue reporting.
Identify and consider trade-offs and risk mitigation options.
Identify potential product solutions that can improve platform functionality, health, or UX.
Champion the use of common source components versus building duplicate functionalities, reducing technical debt while driving new capabilities.
Provide technical appraisal of a target software architecture, capabilities, potential for integration with products/services and overall suitability for merger or acquisition.
Work with internal/external stakeholders to identify requirements and priorities.
Responsible for defining and prioritizing the product backlog (a prioritized set of features) to deliver a whole, valuable product.
Identify, anticipate, and tackle technical issues, and remove blockers.
Monitors outsource function and performance within ITOT to ensure systematic control and compliance of SANS policies and regulations
Planning and Strategy:

Contribute to the design and implementation of the department’s strategy and roadmap by providing function specific inputs
Establish and implement the function’s operational plans in support of the department’s overall strategic plan and KPIs
Monitor department’s progress periodically, assess progress of key projects / initiatives and guide team to resolve issues/challenges in achieving the planned objectives
Budget:

Participate in department’s annual budgeting cycle and process
Contribute to utilizing department’s budget effectively, and report accurately on progress made and challenges encountered
Investigate and propose implementing strategies that result in positive financial impact for the directorate / department and mitigate financial and operational risks
Policies, Processes and Procedures:

Manage the development and implementation of department’s policies / controls covering all areas of activity so that all relevant procedural / legislative requirements are fulfilled
Manage department’s activities to ensure compliance with stipulated policies and procedures
Lead the management of change through continuous improvement of department’s systems and processes taking into account leading practices, changes in technology, business environment, etc
People Management:

Manage, guide, and assist direct reports to perform their functional operations
Participate in identifying and recruiting key talent for the department
Promote a high-performance working environment embracing SANS’s values
المهارات
Operational Excellence
Safety Awareness
Teamwork
Business Acumen
Customer Centricity
Managing Performance & Coaching for Results
Strategic Thinking
Business Process Analysis
Systems Analysis
Requirements Definition & Management
تفاصيل الوظيفة
منطقة الوظيفة جدة, المملكة العربية السعودية
قطاع الشركة --
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 9
منطقة الإقامة جدة, المملكة العربية السعودية
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/saudi-arabia/jobs/service-delivery-manager-4478216/